Title:  Awaab Works Coordinator

Sanctuary provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations.  As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

Awaab Works Coordinator 

Hull

£28,943 (pro rata)

40 hours per week

Monday to Friday 8am until 5pm

Temporary position for up to 9 months

We have a 9 month temporary opportunity for an Awaab Works Coordinator based in Hull. For this role you will be expected to coordinate, improve and maintain a first-class service for our customers who fall under Awaabs Law, while monitoring effective and efficient administrative systems to support the delivery of services in accordance with Group objectives, policies, procedures, and relevant regulations

The job sits within Sanctuary Housing Services which manages homes across England, providing general

rented housing, housing for older people, market rent properties, shared ownership and home ownership

accommodation.

The role of Awaab Works Coordinator will include:

• Undertake responsive and proactive call handling in accordance with operating procedures whilst maintaining the needs and protection of vulnerable customers and promoting a positive and professional image of service
• Provide a responsive individual repair service for our Awaabs customers. Identify possible trigger points when speaking with vulnerable customers to ensure we are able to signpost to help with individual needs. Continually maintain an awareness of the needs and protection of our Awaabs customers
• Respond positively to complaints and breakdowns in service delivery to meet customer expectations in accordance with Awaab Law specifications. Demonstrating effective communication to internal and external stakeholders
• Develop and implement effective systems and processes that enable the accurate recording of computerised records ensuring compliance with Group policies and procedures resulting in an effective service for all stakeholders.

Skills and experiences:

• Proven experience of administration relating to customer service and complaints
• NVQ2 in Customer Service or Business Administration (or similar)
• Experience in adapting call handling approach in order to support vulnerable customers
• Proven experience analysing and diagnosing problems and implementing effective solutions
• Knowledge of relevant legislation, safeguarding policies and procedures

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits    

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)

• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans  
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

• Role salary is £28,943 per annum (pro rata)

View the job profile (if the link is unavailable, please visit the Sanctuary careers website)

Closing Date: 7 January 2026

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – housing.recruitment@sanctuary.co.uk

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

View more detail about what it’s like to work for our organisation, and what we offer on our Sanctuary careers pages at -  www.sanctuary.co.uk/join-our-team

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference.  We encourage and welcome applications from people from diverse backgrounds to support this mission.  We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.